Team Lead

3 weeks ago


Montréal QC, Canada 360.Agency Inc. Full time

The Product Support Lead Advisor will be the CSP team’s point of reference for the VIP and Major account programmes.

Your mission: ensure team cohesion and manage escalation points while providing a VIP experience to our clients

These requests will concern any type of problems and/or questions related to the websites, CRM, and other SM360 applications that we have installed. Speed and proactivity will be your best assets.

If you are a natural leader and enjoy challenges, we have the perfect role for you in our team

As a Team Lead:

  • Supervise team members and guide them in problem resolution
  • Allocate tasks fairly and effectively to ensure performance objectives are met
  • Take charge of complex issues and improve processes
  • Prepare presentations related to our support performance
  • Presenting strategic reports to clients

As a CSP :

  • Build and maintain a business relationship of trust with clients
  • Ensure consistently high levels of satisfaction
  • Understand client needs and effectively communicate them to internal teams
  • Communicate with clients via phone or email to provide them with information
  • Coordinate problem resolutions for our clients both internally and externally
  • Support product support advisors in their daily activities
  • Guide clients on best web practices
  • Encourage the use of our SM360 tools among our clients
  • Document communications with our clients
  • Respect the confidentiality of client information by adhering to the personal information protection policy
  • Participate in team meetings, workshops, and individual development sessions
  • Perform any other tasks assigned to you.
  • Excellent oral and written communication in English and French (essential)
  • Analytical thinking
  • Organization
  • Problem-solving experience
  • Team spirit
  • Good knowledge in the field of digital marketing (an asset)

Work environment:

  • Located in Griffintown close to public transportation
  • Beautiful, open and modern work environment
  • Hybrid work and flexible hours
  • 100% reimbursed transportation card*
  • Summer hours*.
  • Computer equipment provided for home and office use

Welfare:

  • Full group insurance from day 1
  • Unlimited virtual medical clinic for you and your family
  • Discounts at various partners (Strom SPA, Gym)

Entertainment & other:

  • Social events: happy hour, team dinners, Halloween, Christmas party, children’s Christmas…
  • Coffee, tea, snacks (cereal bar) and drinks available
  • Opportunity to work from abroad for 4 weeks per year*.

*conditions apply

" * " indicates required fields

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